Support & Contact
1/11/17- 12:30 PM- Irondequoit- service has been restored in the Irondequoit area. The power outage and tree damage from a falling tree caused interruption in service. If you are still experiencing connection issues, please reboot your ONT and equipment and try connecting again. If you need further assistance, please email us at firstname.lastname@example.org, or call us at 585-351-6600.
1/11/17 8:35 am EST We are aware of an issue affecting service in the town of Irondequoit. RGE is reporting an outage and per their website the estimated time of restored service is approximately 1pm. Once power has been restored to the area, our crews will assess if there is any damage to our fiber. If so, we will work as quickly as possible to fix any damage to our network. At this time there are reports of a tree down on Bristol Ave and damage from the high winds, but we can not determine any possible damage to our service, until power is restored. Any updates will be posted here as they become available.
We are Upgrading our Network!
To provide our customers with the fastest and most reliable connection possible, we have begun to make many upgrades to our fiber-optic network. These changes will continue to occur over the next several months.
We Are Adding More Capacity and Redundancy to the Internet
Over the past few months we’ve more than doubled our capacity to multiple internet connections. This will allow our customers to connect to their favorite sites faster and makes our network less prone to outages. We will continue to add capacity as we add customers.
We’ve upgraded our core router to manage all our new customers. This allows us to add more connections to other internet providers, and multiple layers of redundancy. Upgrading our router allows us to build more resilient links throughout the network. This has also allowed us to double the capacity of many portions of the network so we can keep up with all your Netflix binging every weekend! :-)
We’ve more than doubled the size of our team this year, and we’re in the midst of launching a new billing and customer care platform to help us be more responsive to you. The new system will likely go live in 1Q17, and more information will come prior to its launch. We want to make sure we can provide our customers with the support they need, when they need it.
You may have heard that the IPv4 numbers are no longer available on the internet. To better explain this, it’s similar to when telephone numbers were exhausted and as a result area codes were split and 10-digit dialing took place in some areas. ARIN, the governing body for internet numbers, has resolved this issue by creating IPv6, which is basically an internet address with many more alpha-numeric symbols so we won’t run out again-at least for a very long time. While we have acquired one trillion, one trillion addresses for IPv6 to hand out to our customers, not all sites on the internet have converted to this new numbering scheme, so the user experience isn’t very good right now. In the meantime, we are implementing Network Address Translation (NAT) to ensure that all our customers can access the internet. We have launched this with several of our customers already, and 99% of applications run just fine. The other 1% can be remedied working with our customer service concierges by moving to a static IP address.
Our team is proud and excited to continue to provide our customers with the highest quality and most up to date Internet service possible!
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Greenlight Support & Self Help Portal
1255 University Ave, Suite 204
Rochester, NY 14607
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